Customer service agent wanted urgently

Customer Service AgentDescription

Our client has an exciting opportunity available for a Customer Service Agent to be based at their Bryanston Office in Gauteng. The successful candidate will form part of their high performing Customer Service Department, to provide product and service information to players. To sell company products and promotions to players. To take control of daily administration, risk and fraud issues when necessary.

Requirements:

Passed Grade 12 / Matric
Fluent in the English Language (Both Verbal & Written)
Proficient in Customer Relationship Management
Excellent computer knowledge of: MS Word, Excel and MS Outlook, LiveChat, Insight

Key Performance Areas:

Customer Service and Delivery
- Ensuring accurate and on-going product knowledge
- Ensuring accurate understanding and adherence to Company policies, procedures, rules and regulations relating to customer services and delivery at all times
- Taking and resolving all player queries (first time resolution) via telephone, live chat and email
- Taking all calls, live chats and emails within acceptable time periods as stipulated by the Company from time to time
- Taking and making of, without limitation, customer queries, welcome calls, verification calls, rejected deposits, lapsed players, proactive and follow up calls
- Ensuring all customer queries are resolved according to standard operating procedures, Company instructions, terms and conditions and the like
- Ensure that all live chats, telephone calls and emails are attended to according to the highest standards of quality as stipulated by the Company from time to time, including without limitation ensuring appropriate greeting, welcome, closing, audibility, listening and comprehension skills, query resolution, politeness, friendliness, resolution of query, spelling and grammar, courtesy and the like
- Ensure effective follow up and resolution of queries through regular feedback, updates, escalations in accordance with Company procedure and rules and regulations
- At all times ensure accurate understanding and analysis of player queries and ensure appropriate response is rendered
- Demonstrates initiative in maintaining and improving the customer service ethic
- Dealing with irate players and customers in a professional and accurate manner in resolving their queries and/or complaints only transferring to a Team Leader/ Supervisor as directed by the Company and as last resort
Client Retention (Sales and Targets)
- Ensuring thorough understanding of all Company products, promotions, instructions, standard operating procedures, terms and conditions and the like
- Outbound telephone calls to players
- Ensures quality service to Players to ensure client retention
- Recommends and actively sells Company products to clients/ Players during both in-bound and outbound calls
- Consistently and effectively cross brands casinos and casino products and promotions at every opportunity that arises
- Recommends potential products or services to management by collecting player information and analyzing player needs
- Prepares product or service reports by collecting and analyzing players’ information
- Contributes to team effort by accomplishing related results as needed
- Does all things necessary to ensure that Company targets are always met
- Consistently achieve all outbound targets and complete all outbound targets within the allocated shift
- Engages in active sales campaigns as directed by the Company from time to time
- Consistently achieve all outbound Campaign deadlines as set by Management from time to time
Data Management
- Maintains Player records by updating account information on the systems as provided by the Company from time to time
- Maintains all player notes and queries on information systems as provided and directed by the Company from time to time
- Maintains and records all fraud and risk information as directed by the Company from time to time
- Maintains, updates and generates all Company records and information as directed by the Company from time to time
General Administrative Duties
- Preparing withdrawals by saving relevant information and updating player records
- Performing prescribed administrative tasks
- Performing prescribed risk and fraud tasks
- Maintaining and updating all Player records and notes
Risk and Fraud
- Action all player accounts properly and accurately with accurate follow-ups, escalations and correct emails sent to players and other internal departments. To be measured against all account status changes i.e., locked, restricted, verified etc.
- Ensure that all Email tasks are completed on schedule per shift
- Properly and timeously escalating finance queries including without limitation delays in payments, saving or verification documents, properly updating records and cash-in files according to Company procedure
- Actions risk and fraud duties and attends to the latter according to Company Policy and procedure, including chargebacks, processor queries and withdrawals
- Regularly monitor and check for fraudulent activity and report the same
- Ensure that all fraudulent activity is identified during a shift
Teamwork and Communications
- Proactively monitor and proactively engage with the team to achieve daily targets
- Actively contribute to discussion points in team meetings and pre-shift meetings and general communication with management and team
- Proactively communicate with Manager and team leader on all leave requests, intended absenteeism etc.
- Ensure reporting for shift on time, at least 15 minutes before shift begins
- Ability to work rotational shifts 24/7 (12 Hours night/ dayshift/ Weekends/ Public holidays)
Company Values
- Ensure a proper Understanding of Company Mission, Vision and Values
- Always act in accordance with and uphold Company values